Where to complain about Rostelecom: filing an application, going to the prosecutor's office or going to court

What is the basis for a complaint?

In fact, complaints from users of any company come quite often. A complaint against Rostelecom can be filed if the client is dissatisfied with:

quality of service provision (the network signal disappears, the TV stops showing, line breaks occur);
unscrupulous work of support service representatives: they refuse to fix problems, delay restoration work, impose unnecessary services, carry out unscheduled work, etc.;
an unjustifiably high unilateral increase in tariff costs.

Here is a clear example when Rostelecom considers a complaint justified.

In what situations is it appropriate to file a complaint?

Subscribers periodically encounter some problems, but the most common complaints are:

Raising tariffs without prior notification to subscribers.
Inadequate provision of services: low Internet speed (even at such tariffs that imply high-speed Internet), connection breaks, extraneous noise and other technical problems.
Impolite or unprofessional attitude of company employees towards subscribers. Most often, it is an inability to contact the operator or an unanswered request.
The discrepancy between the actual service provided and the conditions specified in the contract, as a rule, most often there are disagreements regarding Internet speed.
Lack of certain services specified in the contract.

Every citizen should read their contract as carefully as possible. It is especially important when it comes to the rights and obligations of both parties. Perhaps some service is provided only within the framework of a more expensive tariff, and not the one that the subscriber uses.

First of all, it is necessary to eliminate the possibility of such misunderstandings, and only after that, when it is established that the service was provided in bad faith, can you write a claim or complaint.

Where to contact

You can complain in different ways:

write a registered letter or deliver a written complaint to the nearest branch of the company;
write a complaint online on the official Rostelecom website;
call the hotline (8 800 100 0 800);
use official pages on social networks.

The application must be reviewed within 60 days. If even two months after your complaint the problem is not resolved, this becomes the basis for appealing to higher government authorities. Sometimes you even have to take the company to court to seek compensation for financial losses and moral damage.

Rospotrebnadzor

A complaint about a violation of the terms of the provision agreement can be sent to Rospotrebnadzor. When submitting an application in writing or electronically, you should provide contact information for feedback. Anonymous letters according to the regulations are not considered.

You can contact Rospotrebnadzor in one of the following ways:

Deliver in person or send by letter with acknowledgment of delivery to the address: Vadkovsky lane, building 18, buildings 5 and 7, Moscow, 127994.
Fill out the online application form by going to https://petition.rospotrebnadzor.ru/petition/. There are 2 options for submitting an application – with and without registration in the Unified Identification and Authentication Agency.

Applications from citizens are considered in accordance with Federal Law No. 59-FZ of May 2, 2006 “On the procedure for considering applications from citizens of the Russian Federation.”

Company office

In order for your appeal to have legal force, you need to write a complaint to Rostelecom based on the principles of business correspondence. Information must be presented competently and have a good structure. It is important to avoid using profane words or abbreviations.

Mandatory requirements for the content of the document:

official name of the organization Rostelecom;
Full name, contact information, contract number with the provider;
a clear description of the nature of the complaint and the specific facts that you consider to be violations;
references to legislative acts that were violated;
constructive suggestions on how to resolve the situation;
current date and signature of the applicant.

The document must be executed in two copies. When you take it to the company office, the secretary will have to take one copy for himself. The second copy will be marked as accepted and given to you.

If you plan to send registered mail, here are the addresses:

If you live in another region, then you need to find out the legal address of your regional branch on the official website.

https://www.company.rt.ru/regions/

How to file a complaint

The complaint does not have a clear structure, but there are rules - if you follow them, the risk of refusal to consider will be minimal:

Do not send a complaint anonymously - Rostelecom has the right to ignore such a complaint.
Be sure to leave full contact information and indicate which method of communication you would like to receive a response by.
Describe the situation as calmly as possible. Swearing, rudeness and swearing will immediately send your complaint to the trash - certain expressions or threats may give Rostelecom grounds not to consider the appeal at all.
Describe the situation as completely as possible - dates, names, contract numbers. Refer to the laws and the contract - what was violated, how, and how you suffered from the company’s actions.
Attach legally obtained evidence of the violation - warn a Rostelecom employee if you are going to record it on a voice recorder or shoot a video, otherwise the file may not be accepted as a basis to satisfy your demands. A copy of the contract that is violated by the company can also serve as evidence.
Make a request, not a demand. There is a difference in law between a complaint and a claim. For the first time, you submit a complaint to Rostelecom, and in it you need to write a request to sort out the situation or resolve the issue in a legal way (write in what manner). If you submit an appeal again, this is already a claim, and there you can and should clearly list your requirements and the consequences for the company if it does not fulfill them (for example, that you will file an application with the prosecutor’s office or go to court if there is no response).
Please indicate exactly who you are writing to. Usually this is the director of the regional representative office of Rostelecom, or the director of the company in general. You can find out who to write to (in the header) in Rostelecom itself.
Do not forget about the signature and date, and also include after this a line with a list of attached documents or evidence.
Make two copies of the complaint if you do not send it via the Internet, and save all information about the forwarding/transfer of the appeal.
When submitting a complaint to other departments, as evidence, attach a refusal from Rostelecom/other department, or other confirmation that you sent a complaint and were not answered (receipts from the Post Office, a screenshot with date and time, etc.) on time.

Official site

Although there are still people who are more accustomed to using registered letters, most will appreciate the opportunity to file a complaint against Rostelecom directly on the official website.

Log in to the site at rt.ru
In the bottom menu, click the “Feedback” link.
Fill out all fields of the request form. Try to correctly indicate the subject and service so that the application is immediately sent to the right department and processed as quickly as possible. You will also need to leave your contact information.
Click the "Submit" link at the end of the form.

Filing a claim online

The fastest way to get something from a company is to write to the customer support department. The form can be found by clicking on the “Feedback” link at the very bottom of the main page of the Rostelecom website.

It will need:

Print information about you - contact phone number, email, first and last name, etc.
Select the subject of the appeal from the drop-down menu.
Select from the drop-down menu the service that you use from Rostelecom and which you are not satisfied with.
Print your message (no more than 2000 characters).
Attach evidence, documents, photos, etc.

If your story does not fit into 2000 characters, you can send it in attached files as a separate document in compliance with the formatting rules.

Important! The company may not accept a complaint attached in this way, since by law, remote requests cannot be longer than 2000 characters. However, most often it is still considered, or they are asked to choose another method of transmitting information.

Official pages on social networks

You can also complain about Rostelecom through social networks. Just do it differently than most people do. Many dissatisfied customers like to leave angry reviews on the Internet. A lot of negativity can also be found on third-party resources that have nothing to do with the provider. This way of venting your frustrations does no one any good. Therefore, on the pages of the TelecomDom website, moderators do not allow such comments to be published.

To solve any problem that arises, it is better to contact the provider directly. Here are links to social networks that can be used as an additional opportunity to “reach out” to company employees:

VKontakte - https://vk.com/rostelecom
Facebook - https://www.facebook.com/Rostelecom.Official
Odnoklassniki - https://ok.ru/rostelecom.official
Youtube - https://www.youtube.com/user/rostelec

Experience shows that there is no guarantee that a claim via social networks will be considered promptly. But as an additional signal for company managers, it is still worth a try. When there is public outcry and quite a lot of negative feedback accumulates, the provider begins to feel the urge to fix the customers' problem.

More information about review deadlines

Rostelecom has set a deadline for consideration of complaints of 60 days, while Federal Law N 59-FZ sets a maximum period of 30 days for providing a response to citizens' appeals. This causes misunderstanding among consumers. In reality the situation looks like this:

The contract stipulates a period for consideration of claims of up to 60 days. If the subscriber has signed this document, you will have to wait 2 months for an official response.
However, the Federal Law “On the Protection of Consumer Rights” sets a period of 10 days during which the subscriber’s requirements must be satisfied. Therefore, if after 60 days the company’s response is unsatisfactory or not received at all, the penalty will be calculated from the 11th day after filing the appeal.

Roskomnadzor

The legislation of the Russian Federation obliges all telecom operators to provide services at a high level of quality. If problems arise, the provider is obliged to fix them. If these responsibilities are not met, clients have a legal basis for complaining to higher authorities, including Roskomnadzor.

There is a special service responsible for supervision in the field of communications, technology and mass communications. You can leave a complaint in writing to the following address:

If you live in another city, it will be easier to write an email:

Complain about bad service

A complaint is an official document, so its preparation requires certain rules. This concerns, first of all, the writing style - only a business style of writing is allowed, without emotional overtones, abbreviations, slang or profanity. There is no need to allow unnecessary sentences; conciseness is necessary here.

The complaint does not have any established form, but must contain the following points:

The full, correct name of the organization and the name of its head to which the complaint is being sent.
Full name, address and current telephone number of the citizen filing the complaint.
The document must be named; if it is a complaint, then that is how it is written. Next, in any form, you must indicate the circumstances under which the violation of rights was noticed, the essence of the appeal, as well as the request to take corrective measures.
In conclusion, there is always a signature and a date - it must be indicated at the time of drawing up the application.

Every person has the right to receive quality services, especially if he pays for them with his own money. If the services provided do not correspond to the stated parameters, then the subscriber has every right to seek help from higher authorities, especially when the company’s management is inactive.

Companies engaged in providing services to the public, for their part, must care about quality. Among the huge number of subscribers, there will always be people who are dissatisfied with some parameters of the services or communication with employees. First of all, management must take care of the company’s reputation and stop any disagreements on the spot.

FAS

The Federal Antimonopoly Service accepts claims of unjustified tariff increases and fraud with customer funds.

Your application must contain the following information:

Full legal name FAS.
Full name, your address, telephone number.
The essence of the complaint.
Date and signature.

It would be a good idea to attach documents and other materials to the complaint that confirm the validity of your claim.

You can send a letter to the following address.

Complaints are accepted via the Internet in three ways.

Your request must be reviewed and responded to within one month. In some cases, the review period is extended to two months.

How to correctly write a complaint to Rostelecom

The form of appeal depends on the specific body to which the appeal is made. The main thing that the client must pay attention to is that the complaint must be sent to the regional office. At the federal level, such requests are considered extremely rarely. All information regarding the rules for filling out the form can be found on the website of the required organization.

Prosecutor's office and court

According to the law, in order to stop unlawful actions and compensate for the damage caused, every citizen has the right to appeal to the prosecutor's office and the court. Here we will not describe how to sue Rostelecom. To do this, it is better to contact lawyers directly.

Any complaint must be considered no longer than 30 days from the date of filing. However, Rostelecom indicates in the agreement that in some cases it reserves the right to consider claims within 60 days. Since subscribers put their signature in this agreement, they have to wait this entire period.

True, there is one interesting nuance. The fact is that the subscriber’s requirements, according to federal law, must be satisfied within 10 days. Therefore, if you are not satisfied with Rostelecom’s response, and the problem is not resolved, then the penalty is calculated after 10 days after submitting the application.

More effective ways

The responsibilities of providers include troubleshooting, notifying customers about tariff increases and providing information about technical work due to which there is no access to mobile communications, access to the Internet, and there may also be problems with television broadcasting. If subscribers’ requests are ignored, letters remain unanswered, and phone calls are answered by a “robot,” then there is only one option left - government agencies. The last resort is to resort to the help of the Prosecutor's Office and the Court. Let's look at each method in more detail.

Roskomnadzor and Rospotrebnadzor

If you decide to contact one of these authorities, you should know that they accept complaints from subscribers of telecommunications and other companies, conduct their own checks and, based on the results obtained, determine the existence of an administrative violation or its absence.

The claim is sent through Rospotrebnadzor as follows:

Go to the main page of the authority.
Click on the “Citizens' Appeal” tab.
Next, you need to click “Continue” to decide on the form for filing a complaint.
Enter the text of the request (be sure to fill in all fields).

The claim is sent in the same way if you decide to contact Roskomnadzor. But remember that all information that you share with employees of this authority is verified, which means that you will be refused consideration for providing false information (in the worst case, charges from the provider are possible). As in the previous case, 30 working days are allotted for consideration of the claim from the moment of its registration on the website. You can also contact the hotline, but this option is only suitable for consultation with authorities, that is, the complaint is not

Federal Antimonopoly Service

This authority is responsible for the stability of economic relations between private and public organizations, and therefore undertakes to control and suppress actions that harm individuals, in particular users of the services of a particular company. You can file a complaint against Rostelecom through the FAS if:

An illegal price increase or money write-off was recorded.
Illegal SMS alerts or promotions without connection.
Refusal to install an unlimited tariff and much more.

If the complaint is related to financial issues (for example, an unauthorized increase in prices for a service), then you need to contact the FAS. However, you should fill out the application in advance according to the sample. 30 working days are allotted for consideration from the date of sending the complaint. Please note that the period may be extended to two months, and the applicant must be notified of this in advance.

Prosecutor's office and courts

If none of the above methods produce results, you can contact the prosecutor's office. This applies to cases where the actions or inactions of company employees caused harm to the subscriber. As an example, let’s take the following: money was written off from a client for some unknown reason and no response was obtained, which means that an individual has the right to write a statement to the prosecutor’s office regarding fraudulent activity (and this is already recorded as a criminal offense).

However, to prove the fact of a violation, you need to provide a printout of calls, correspondence with the company, and so on. You can file a complaint with the prosecutor’s office at the local authority, where they will help you fill out an application and provide you with a sample complaint. One month is allotted for consideration from the date of registration.

When there are no other options left, the subscriber has the right to file a claim addressed to the management of Rostelecom. However, it is worth going to court only in a few cases:

The client wants to terminate the contract with Rostelecom, but this cannot be done in any other way (no response from the company, money for services continues to be debited).
The client wants to return his money on the basis of refusal to provide him with previously paid television and cellular services.
The client demands moral compensation.

Thus, filing a complaint through the court is advisable when management or employees caused material or moral harm to the client by failure to fulfill the terms of the contract. We recommend contacting a professional lawyer, and only then will you be able to complete this hassle with the provider much faster, without unnecessary expenses, and ultimately receive compensation for financial losses and moral damages.

When can you complain about Rostelecom?

One of the largest Russian providers, RT, provides services to millions of users. This company occupies a leading position in the domestic Internet services market. It is developing modern technologies that can ensure network security for both individual users and large organizations. Rostelecom also creates and promotes many useful solutions aimed at modernizing government online resources.

Let us briefly list the most common reasons for RT customer dissatisfaction:

The quality of communication does not meet the conditions specified in the contract.
Tech support can't do their job. It is impossible to contact her, or her employees behave badly.
The company does not promptly notify subscribers about tariff increases.
There is a problem with payment processing, and Rostelecom does not want to fix it. For example, the company issued an unreasonably high bill or “lost” your money.
Rostelecom does not provide the opportunity to terminate the contract.

In the listed cases, you have the right to file a complaint and demand resolution of the conflict situation if nothing else helps. However, first you need to look for a way to peacefully resolve the problem. To do this, contact your provider directly.

This may be useful: What is Wink from Rostelecom and how much does it cost.

What to do if nothing helps solve the problem

Before using administrative resources to solve your problems, be sure to try to resolve the situation peacefully.

Write a claim that should include:

Date and time the problems occurred.
Nature of the problem.
The reaction of technical support if an attempt was made to establish contact with it.
Evidence for your position.
Requests or demands.
Applicant's contact details.
Legal acts that set out the grounds for filing a claim.
The name of the institution you are applying to. Add the name of the company director.
The way you want to receive the answer.
Signature and date of writing the text.

After submitting a consumer complaint, you must wait ten days. Keep the receipt you receive from the postal service so that you can later prove in court your attempt to resolve the matter amicably. This will be an excellent argument if the company wants to avoid fulfilling its obligations.